永续绝经营的企业世界级的公司

講題:永續絕經營的企業

–世界級的公司

(World-class)講員:劉英芳E-mail:liu_ying_fan@Speaker:YFLiu,劉英芳Experiences:1.TechnicalDirector,manufacturingoperations,WyethTaiwanCorporation2.EngagementDirector-BusinessConsulting,UnitopiaTaiwan3.Director-ManufacturingOperations,EliLilly&Co.Taiwan4.Manager-engineering,humanresources,production,GMPPlantdesignandconstructionEliLilly&Co.Taiwan5.SectionchiefofNuclearPowerProject,TaiwanPowerCo.Education:

M.S.,Univ.ofMass.AtLowell,U.S.A.1977B.S.,Tsing-HuaUniv.,1972

Contact:Mobilphone:0952-612-831E-mail:liu_ying_fan@Businessoperationexcellence

卓越的企業經營–品質獎MBNQA(美國)1.Leadership,領導力2.Informationandanalysis,資訊及分析3.Strategicplanning,策略規劃4.Humanresourcedevelopment,人力資源發展5.Processmanagement,流程管理6.Businessresults,營運成果7.Customersatisfaction,客戶滿意度EuropeanQualityAward(歐洲)1.Leadership2.Policyandstrategy3.Peoplemanagement4.Resources5.Processes6.Customersatisfaction7.Peoplesatisfaction8.Impactonsociety9.BusinessresultsBusinessoperationexcellence

卓越的企業經營–品質獎DemingAward(戴明獎)1.Policies,planning2.Administration3.Education4.Information5.Analysis6.Standardization7.Control8.Qualityassurance9.Results10.Futureplan(未來的規劃)TaiwanNationalQualityAward(台灣國家品質獎)1.Value,objective,strategy(經營理念,目標与集策略)2.Organizationandoperation(組織与運作)3.Humanresourcedevelopment(人力發展与運用)4.Informationmanagement(資訊管理与運用)5.Researchanddevelopment(研究發展)6.Qualityassurance(品質保証)7.Customerservicequality(客戶服務品質)8.Socialresponsibility(社會責任)9.Totalqualityperformance(全面品管績效)Builttolast–Collins

基業長青Stablecorevaluesystem,穩固的價值体系Balancedfocus,兼容並蓄Stretchgoals,高標準Nevergiveupmentality,堅持与恒心Continuousimprovement,精益求精OrganizationCapability

組織的體質People-skills,knowledge,character,competency人才–技能,知識,品格,能力Processes-management,operations&execution(dailyjobfunctioning),learning,teaching流程–管理,營運作業,學習,教導ProductorTechnology-innovation,development產品或技術–創新,發展Results-revenues,profits績效–營收,利潤Level5Hierarchy五個層級12345Contributingteammember有所貢獻的團隊成員Competentmanager,有能力的經理Effectiveleader,有效能的領導者Executive執行長Highlycapableindividual有才幹的個人TechnicalskillsPeopleskillsConceptualskillsQualityWorkforce

卓越的工作團隊Qualityworkforceisformedfromthequalitypeoplewhoisamasterforalltheprocessesrequiredtogeneratetheresultsinthejobfunction由職務上的專才組成(有能力創造績效)CEO,managers,supervisors,staffs,thefirstlineemployees總裁,經理,主管,幕僚,第一線員工Processandresult

流程与成果Processesareactionsandskillsrelevant,与作業及技能相關Process:equipment,material,procedure,..設備,材料,作業方法,..Establishprocessesineveryfunctionaldepartment,每個作業都要建立流程Standardizeallthekeyprocesses,流程標準化continuedResultsfocusonwhathashappenedwithinafunction,成果著重發生的事實Definethemetricstomonitortheresults,設定指標追蹤成果Usethedatafromonesystem,使用同一系統的資料Keepitsimpleandvisible,簡明ApplyP-D-C-Aforcontinuousimprovement,運用P-D-C-A執行持續改善Businessoperationprocesses

企業經營流程Businessplan,營運計劃Salesandoperationsplanning,產銷協調計劃Humanresourcesplanningandmanagement,人力資源規劃与管理Financialplanning,reporting,andmeasurement,財務規劃,報告,衡量指標Manufacturingplanningandcontrol,生產企劃与控管continuedDemandandsupplymanagement,需求与供貨管理Distributionresourceplanning,配送服務管理Datamanagement,資料管理Educationandtraining,教育与訓練Qualitymanagementsystem,品質管理系統Performancemeasurements,績效衡量Philosophyofmanagement

管理的哲學Commonsense,一般的常識Simplemethod,簡單的方法Simpleprocess,簡單的流程Simpleskills,簡單的技巧落後,貧窮主要是管理缺乏效率,未能善加利用資源落後,貧窮的國家都是欠缺適當的管理Aboutmanagement,管理的里程碑TaylorDemingPeterDruckeryear,年代188119501954Keyfocus重點Efficiency效率Quality,efficiency,effectiveness品質,效率,效果Management,Effectiveness管理,效果Target目標Labors勞工Allemployees全体員工Knowledgeworkers知識工作者Theory理論Workanalysis,standardhour工作分析,標準工時TQM全面品管Self-management自我管理Process/method流程/方法Stopwatch,jobenlargement/enrichment/rotation,馬錶,責任加大/提升/輪調QCC,TQC,JITP-D-C-AEmpowerment,Organization,team授能,組織,團隊Applicationinindustry,在業界的應用Fordautomobilefactory,福特汔車Toyotaautomobilefactory,豐田汽車GM,GE,3M,MotorolaTheNewBusinessOperationsModel企業經營管理模式

Requirements需求Customers客戶

Satisfaction滿意–HighQualityPurpose目的Results成果PeopleProcesses流程–GoodServices–()–LessTime–LowerCostAdditionalValue額外的價值Customersatisfaction

客戶滿意度的層次ExceedcustomerneedssatisfyunstatedcustomerneedsmeetvalidatedcustomerneedsCustomerPartnership夥伴關係CustomerConfidence信任PreventcustomerComplaints,預防客戶報怨Worldclassbusinessoperation

世界級的企業經營Improvingthepresent,持續改善現況Creatingforthefuture,創造未來Learning/teachingcontinuously,持續的學習及教導workingeffectivelyatthesametime同時有效的執行

S-curveconcept,生命曲線

The1stS-curvecurrentprocesses,existingproducts,services,people現有的流程,產品,服務,人員The2ndS-curvefuture:direction,innovation,newproducts,newprocesses,betterservices,betterteams未來–方向,創新,產品,流程,服務,團隊時間成長BusinessExcellenceEquation

卓越企業經營的定律ToBuildandMaintainQualityWorkforce建立並維持卓越的工作團隊品質,成本,生產力1.驗收,秤料2.混合充填3.化驗包裝4.退貨客戶抱怨???!!!Measurement-Managed(數据化管理)v.s.

Non-measurement-managed(非數據化管理)M-managedNon-M-managedStrategyconsensus對策略的共識90%47%Teamwork團隊合作85%38%Opencomm.坦誠的溝通71%30%Effectivecomm.有效的溝通60%8%Employeeself-management員工自動自發42%16%QualityWorkforce

卓越的工作團隊Qualityworkforceisformedfromthequalitypeoplewhoisamasterforalltheprocessesrequiredtogeneratetheresultsinthejobfunction由職務上的專才組成(有能力創造績效)CEO,managers,supervisors,staffs,thefirstlineemployees總裁,經理,主管,幕僚,第一線員工GoodtoGreat從A到A+第五級領導人找對人有紀律的團隊面對現實刺蝟原則有紀律思考有紀律的行動強調紀律的文化以科技為加速器厚植實力突飛猛進Successfulelement

成功的要素FocusAlignShewart(Deming)cycle

forprocessimprovement1.Plan計劃2.Do執行3.Check檢討4.Act改善1.Plan/setgoals,planhowtoachievethem,設定目標及行動方案2.Executetheplan執行計劃3.Followuptheprocessandresults,metrics/data.Diditwork?追蹤流程及成果,有效嗎?

4.Standardizationtheprocessorimproveordoitagain流程標準化或改善或重來Execution–執行(做事的方法)Plan,計劃Do,執行Check,檢討Action,改善MyexperiencesQualityworkforceProcessmanagementTotalperformancemanagementNever-endingimprovementActionContract/Commitment

行動契約/承諾BecauseIfeelthisisthemostimportantideaformefromthissession.我認為這是今天最重要的觀念Imakeafirmcommitmenttouseitwithinthenextweek/month/year.我決定要應用它(下週/月/年)1.ThisisthesinglemostimportantideaIgotoutofthissessionthatIcanpersonallyapply:我今天獲